Director's Memo

Director’s Memo Helmke Library
September 24, 2007 Director’s Memo
Inside this issue:
Jessica Patterson 2
Technical Services Changes 2
Building Update 2
Library Learning Commons 2
New Online Bulletin 2
Bonuses 3
Library Planning Calendar 3
Librarians on Key Committees 3
Dates to Remember 3
Think Helmke!
The library’s project to raise awareness of the Helmke Library is in full swing. We’ve created new buttons, bookmarks, post-it notes, a banner, and a faculty brochure. We’ve introduced the Think Helmke screensaver and provided several displays. A colorful general library welcome brochure and supplements are in process. We’ll find out later this year how successful we were in communicating our message! In the meantime, I encourage all staff to wear a Think Helmke button. There are plenty to choose from in Amy’s office. Along with the Think Helmke project, Joyce has proposed we consistently answer the phone “Helmke Library” or “IPFW Helmke Library.” Great suggestion. Pamela has suggested a “Thank Helmke” evaluation form.
Public Service
I attended a workshop a couple of weeks ago that began with a very entertaining presentation by Doug Hasty (Professor, Head of Access Services, Florida International University) on the topic of customer service. One of his key messages was that policies are not laws and should not impede excellent service. Policies are essential because they define a consistent level of service. So when should a policy be followed to the letter and what circumstances would suggest an exception to the policy? A corollary would be “should we provide services for some users that we would not provide for all?” The answer is yes, there are exceptions to every policy and procedure just as there are interpretations of every law. And yes, in certain cases some users warrant service not available to all. Most of the decisions and challenges to policy fall on the public service staff, but in the library some units provide services to other library units. So we all must sometimes make decisions that interpret policy. If you are uncomfortable veering from a library policy or procedure but think an exception might be in order, then here is my suggestion. State the policy (“our policy is xxx”), then tell the user you will check with the supervisor to determine if an exception can be made. The speaker’s second key message emphasized the importance of complaints as an indicator of policy areas that should be reviewed in order to improve customer service. Last year a complaint from one of Sue Skekloff’s distance students led to a major change in our document delivery policies and procedures. While it is true that some students complain just to blow off steam, it is always a good idea to listen to what they have to say and refer their complaints to the library administration. There’s not much I can do about the temperature in the library, however.
Jessica Patterson
As you probably already know, Jessica Patterson has resigned her position as reference and information services librarian as of October 8. I plan to hold the position open this year until the new director has been selected. Farewell
Technical Services Changes
Congratulations to Karen Parkison whose position has been raised to level 4 in recognition of her new copy cataloging responsibilities. The open half-time position in technical services has been posted. This position includes shelving, shifting, and labeling new materials. With so little space in the library, these are never-ending chores. We also plan to add some serials responsibilities to this position.
Building Update
The design work on the second floor bridge to Walb is progressing well. We have asked for a conference room with entertainment facilities (coffee, etc.) to seat 15-20. The connector will have windows on both sides and provide mostly lounge and group spaces with dividers to provide the illusion of smaller spaces rather than the feeling of a large airport waiting room. Pamela suggests we call this space the Helmke El. I’m beginning to think of calling it the Concourse connecting terminal A and terminal B. What do you think? The architects proposed a first-floor entrance to the library on the northeast corner. While we could conceive of moving all of the entrances to the library to the north end of the building, the thought of having one on the northeast corner and one on the southwest corner was definitely not an option at this time. We will, however, have an entrance to the building at the northeast corner that allows users to go to the second floor and enter into the Library Learning Commons. (See the attached architect drawing and notice the sign!)
Library Learning Commons
The other major building project is the Library Learning Commons on the 2nd floor. The four partner units (library, ITS, CELT, and CASA) have all agreed to adopt the definition promulgated by the library’s Information Commons Task Force last year: “The IPFW information commons will be a learning commons, providing a user-centered environment that supports the full range of students’ academic work and is nurtured by a multitude of campus entities.”
New Online Bulletin
The entire content of the IPFW Undergraduate and Graduate Bulletins has been converted to an online database that will be made available to the public in October. You can try it out at http://ipfw.staging.acalog.com/. The bulletins will be updated each year on May 1 and the older bulletins will continue to be a choice online. A few copies of the bulletin will be made available in print format, at least initially.
Director’s Memo 2007/2008 - No. 2 Page 2
Bonuses
Purdue has pushed back the timetable for bonuses this year. A call for nominations will come out shortly, but the deadline will be in November and the payout will be in January. I’ll know more later.
Library Planning Calendar
I am attaching a copy of the library planning calendar for fall.
Librarians on Key Committees
Librarians have recently been assigned to some key committees that will certainly have an impact on the library. Margit Codispoti is a member of the search committee for the Vice Chancellor for Academic Affairs. Sue Skekloff is a member of the new Distance Education Task Force formed by the VCAA to develop a strategic plan for the role of distance education on this campus and to develop a set of best practices. Tiff Adkins is a new member of the CELT Advisory Board and has also been named as a member of the First Year Council which will oversee the recommendations of the Foundations of Excellence (FOE) study conducted last year. Judith Garrison has been named to the Instructional Technology Coordinating Committee (called ITCO for short). This is a subcommittee of the Information Technology Policy Committee. This is, of course, only a short list of the ways librarians are serving the university community.
Dates to Remember
Sept. 26 VCAA Hannah to meet with library staff re: director search
Sept. 26 Library Operations Committee
Sept. 27 Training: New Face of LexisNexis
Sept. 28 OnStage at IPFW digital collection will be launched
Oct. 4 Training: Master the Master Database
DON’T FORGET!
Director’s Memo 2007/2008 - No. 2 Page 3

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Director’s Memo Helmke Library
September 24, 2007 Director’s Memo
Inside this issue:
Jessica Patterson 2
Technical Services Changes 2
Building Update 2
Library Learning Commons 2
New Online Bulletin 2
Bonuses 3
Library Planning Calendar 3
Librarians on Key Committees 3
Dates to Remember 3
Think Helmke!
The library’s project to raise awareness of the Helmke Library is in full swing. We’ve created new buttons, bookmarks, post-it notes, a banner, and a faculty brochure. We’ve introduced the Think Helmke screensaver and provided several displays. A colorful general library welcome brochure and supplements are in process. We’ll find out later this year how successful we were in communicating our message! In the meantime, I encourage all staff to wear a Think Helmke button. There are plenty to choose from in Amy’s office. Along with the Think Helmke project, Joyce has proposed we consistently answer the phone “Helmke Library” or “IPFW Helmke Library.” Great suggestion. Pamela has suggested a “Thank Helmke” evaluation form.
Public Service
I attended a workshop a couple of weeks ago that began with a very entertaining presentation by Doug Hasty (Professor, Head of Access Services, Florida International University) on the topic of customer service. One of his key messages was that policies are not laws and should not impede excellent service. Policies are essential because they define a consistent level of service. So when should a policy be followed to the letter and what circumstances would suggest an exception to the policy? A corollary would be “should we provide services for some users that we would not provide for all?” The answer is yes, there are exceptions to every policy and procedure just as there are interpretations of every law. And yes, in certain cases some users warrant service not available to all. Most of the decisions and challenges to policy fall on the public service staff, but in the library some units provide services to other library units. So we all must sometimes make decisions that interpret policy. If you are uncomfortable veering from a library policy or procedure but think an exception might be in order, then here is my suggestion. State the policy (“our policy is xxx”), then tell the user you will check with the supervisor to determine if an exception can be made. The speaker’s second key message emphasized the importance of complaints as an indicator of policy areas that should be reviewed in order to improve customer service. Last year a complaint from one of Sue Skekloff’s distance students led to a major change in our document delivery policies and procedures. While it is true that some students complain just to blow off steam, it is always a good idea to listen to what they have to say and refer their complaints to the library administration. There’s not much I can do about the temperature in the library, however.
Jessica Patterson
As you probably already know, Jessica Patterson has resigned her position as reference and information services librarian as of October 8. I plan to hold the position open this year until the new director has been selected. Farewell
Technical Services Changes
Congratulations to Karen Parkison whose position has been raised to level 4 in recognition of her new copy cataloging responsibilities. The open half-time position in technical services has been posted. This position includes shelving, shifting, and labeling new materials. With so little space in the library, these are never-ending chores. We also plan to add some serials responsibilities to this position.
Building Update
The design work on the second floor bridge to Walb is progressing well. We have asked for a conference room with entertainment facilities (coffee, etc.) to seat 15-20. The connector will have windows on both sides and provide mostly lounge and group spaces with dividers to provide the illusion of smaller spaces rather than the feeling of a large airport waiting room. Pamela suggests we call this space the Helmke El. I’m beginning to think of calling it the Concourse connecting terminal A and terminal B. What do you think? The architects proposed a first-floor entrance to the library on the northeast corner. While we could conceive of moving all of the entrances to the library to the north end of the building, the thought of having one on the northeast corner and one on the southwest corner was definitely not an option at this time. We will, however, have an entrance to the building at the northeast corner that allows users to go to the second floor and enter into the Library Learning Commons. (See the attached architect drawing and notice the sign!)
Library Learning Commons
The other major building project is the Library Learning Commons on the 2nd floor. The four partner units (library, ITS, CELT, and CASA) have all agreed to adopt the definition promulgated by the library’s Information Commons Task Force last year: “The IPFW information commons will be a learning commons, providing a user-centered environment that supports the full range of students’ academic work and is nurtured by a multitude of campus entities.”
New Online Bulletin
The entire content of the IPFW Undergraduate and Graduate Bulletins has been converted to an online database that will be made available to the public in October. You can try it out at http://ipfw.staging.acalog.com/. The bulletins will be updated each year on May 1 and the older bulletins will continue to be a choice online. A few copies of the bulletin will be made available in print format, at least initially.
Director’s Memo 2007/2008 - No. 2 Page 2
Bonuses
Purdue has pushed back the timetable for bonuses this year. A call for nominations will come out shortly, but the deadline will be in November and the payout will be in January. I’ll know more later.
Library Planning Calendar
I am attaching a copy of the library planning calendar for fall.
Librarians on Key Committees
Librarians have recently been assigned to some key committees that will certainly have an impact on the library. Margit Codispoti is a member of the search committee for the Vice Chancellor for Academic Affairs. Sue Skekloff is a member of the new Distance Education Task Force formed by the VCAA to develop a strategic plan for the role of distance education on this campus and to develop a set of best practices. Tiff Adkins is a new member of the CELT Advisory Board and has also been named as a member of the First Year Council which will oversee the recommendations of the Foundations of Excellence (FOE) study conducted last year. Judith Garrison has been named to the Instructional Technology Coordinating Committee (called ITCO for short). This is a subcommittee of the Information Technology Policy Committee. This is, of course, only a short list of the ways librarians are serving the university community.
Dates to Remember
Sept. 26 VCAA Hannah to meet with library staff re: director search
Sept. 26 Library Operations Committee
Sept. 27 Training: New Face of LexisNexis
Sept. 28 OnStage at IPFW digital collection will be launched
Oct. 4 Training: Master the Master Database
DON’T FORGET!
Director’s Memo 2007/2008 - No. 2 Page 3